Returned Mail Process

Revised 01/21/2025

1. Separate Mail by Type

*NEVER OPEN*:

• Returned cards
• Returned tax documents

Titles

• All returned titles must be sent to the Title Department.
• If the address was recently updated, verify with the Title Department before sending.

Special Processes (Do NOT follow standard procedure):

Follow the dedicated procedures stored in the O‑drive for:

• Returned Garnishments or Returned Tax Documents
  • (\\99-ocu)> Branches> Milwaukie> Returned Tax Docs & Garnishments> Process
• Returned Dormant Escheating Notices

2. Check Member’s Account for Updated Address (in CUnify)

If the address has been updated:

1. Forward the mail to the new address.
2. Delete any existing Returned Mail flags.

If the address has NOT been updated:

1. Add new Returned Mail flags: 
   • Member Services à Edit Flags à Add the “No Statement – Bad Address” flag and set expiration date for one year from today’s date.
   • Member Services à Edit Flags à Add an account message in BOLD, formatted as follows: “RTRN MAIL @Branch MM/DD/YY REASON FOR RETURN” and set flag expiration date one year from today’s date.
   • Some examples of reasons for returned mail include:
     • UTF (Unable to Forward)
     • Returned to Sender
     • Not Delivered as Addressed
     • No Such Number
     • Vacant
     • Forwarding Address

There are a few types of labels USPS will add to a returned envelope as shown below:

Do NOT forward mail using the address on a yellow USPS label.

Instead:

1. Send the member a “We Heard You Have Moved” letter to the address provided by USPS
   • Alternatively, If the member has an email on file, send the Marketing Return Mail Notice Email instead.
2. Add a note to the account documenting where the letter or email was sent.

3. Assess the Returned Mail Fee

• Standard fee: $5.00
• Do NOT charge for returned promotional mail.

When to Charge the Fee

• Charge the fee unless: 
  • A fee was charged within the last month (wait one month to charge again).
  • Returned mail was a payment notice and the payment has now been made,
    unless a previous Returned Mail flag already existed.
  • There are no available shares with a balance, do NOT draw the Regular Shares negative.
  • The account is dormant & restricted
    • Do not charge a fee.
    • Update “Last Activity Date” only if the member requests it.
    • Add flags and send the marketing email.
  • The account is charged off
    • Do not charge a fee.
    • Add flags only.
  • The account is deceased or closed
    • Do not send the email or charge a fee.
    • Add flags only.

How to Post the Fee

1. Pull funds from Regular Shares first.
2. If empty: pull from another suffix (never from an IRA)
   • ***If no balance is available, do NOT draw the Regular Shares negative***
3. Deposit fees to GL 13102200 Teller Transaction.
4. Format fee transaction as shown below:

4. Send the Marketing Return Mail Email

After flags and fees are processed:

1. Go to Homepage → Marketing tab → Marketing Emails.
2. Scroll to Return Mail Notice and select the email version.
3. Download, open, and complete the email: 
   • Add member’s email in “To”
   • Add member’s name in the body
   • Add your external signature
4. Send it to the member.

Additional Notes:

If the Member Contacts You

• Refund the fee once they update their address.

Optional

Print receipts for your daily work to track fees.